Customer Operations Director

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Ericsson Inc. does not sponsor US work authorizations for this job position including H-1B, O-1,  and TN. Ericsson also does not hire F-1’s working on EAD for this position.

About this opportunity:

We are seeking a Customer Operations Director to serve as the operational cornerstone for one or more strategic customer accounts. This role is responsible for end-to-end delivery performance, ensuring all contractual commitments are met on time, on budget, and at the highest quality standard.
Acting on behalf of Operations, the Customer Operations Director will own the delivery portfolio, drive cross-functional alignment with Sales, Supply Chain, Service Delivery, and Engineering, and serve as a trusted operational partner to the Key Account Manager (KAM) and customer executives alike.
Beyond delivery execution, this role carries a business development lens — identifying growth opportunities within existing accounts, shaping operational strategies that improve margins, and ensuring customer satisfaction translates into long-term revenue retention and expansion.

What you will do:

• Lead end-to-end project delivery with effective tracking, risk management, and communication
• Oversee delivery teams; proactively identify and communicate risks and delays
• Manage backlog and priorities to meet booking, scheduling, and delivery targets
• Define and monitor KPIs/OKRs for performance, quality, and customer satisfaction
• Act as senior-level customer interface, ensuring transparency and trust
• Establish and run governance reviews (weekly, monthly, quarterly)
• Strengthen customer relationships to drive NPS, retention, and growth
• Collaborate with KAM/ACR, Pre-Sales, and Solution Architects on deals
• Own project and portfolio financials, including revenue, costs, margins, and forecasting
• Support contract lifecycle management (SOWs, change orders, SLAs)
• Drive continuous improvement, automation, and data-driven decision-making
• Manage vendors and lead cross-functional, global teams
• Lead change management and develop team capability
• Ensure compliance with Environmental, Health, and Safety (EHS), legal, financial, information security, and privacy standards
• Maintain operational excellence and proactively manage risks

The skills you bring:

• Bachelor’s degree in Business, Engineering, Telecommunications, or related field; MBA preferred
• 10+ years of experience in operations, program/project management, or service delivery in telecom/technology
• Proven track record managing multi-million-dollar portfolios with P&L ownership
• Experience in complex delivery environments (project management, managed services, network rollouts, customer support)
• Strong knowledge of telecom infrastructure (RAN, Core, Transport, OSS/BSS, cloud-native architectures)
• Familiarity with 5G, Open RAN, Cloud RAN, network modernization, and managed services models
• Understanding of Ericsson RAN & Digital Services portfolio and telecom SLA frameworks
• Strategic mindset with strong commercial and business development acumen
• Expertise in financial management, budgeting, forecasting, and revenue recognition
• Experience optimizing order-to-cash cycles and resolving backlog at scale
• Executive presence with ability to influence senior stakeholders
• Strong communication, negotiation, and conflict resolution skills
• Ability to lead large, matrixed, and geographically distributed teams
• Change management expertise in driving transformation and process evolution
• Ability to translate complex data into clear, compelling executive narratives